Repeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/AcknowledgedAsked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartmentProvidedself-serviceoptions(OLB/MobileApp/ATM)ExpressedEmpathyMade apaymentFree!Recap whatassistance hasbeen providedat the end ofthe callFCRExhibited the"Welcoming"element ofMIPIssued areplacementcredit cardRepresentativeasks customera connectionquestionDeescalatedupsetcustomerUsed Step-Up toPerform aHigh-riskRequestExhibited the"Thankful"element ofMIP"Can Do"statementusedRepeatedthecustomer'sreason forcallingAuthenticationSuccessfullyCompleted/AcknowledgedAsked thecustomer aconnectionquestionCompleted atask withouthaving to callanotherdepartmentProvidedself-serviceoptions(OLB/MobileApp/ATM)ExpressedEmpathyMade apaymentFree!Recap whatassistance hasbeen providedat the end ofthe callFCRExhibited the"Welcoming"element ofMIPIssued areplacementcredit cardRepresentativeasks customera connectionquestionDeescalatedupsetcustomerUsed Step-Up toPerform aHigh-riskRequestExhibited the"Thankful"element ofMIP"Can Do"statementused

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Repeated the customer's reason for calling
  2. Authentication Successfully Completed/ Acknowledged
  3. Asked the customer a connection question
  4. Completed a task without having to call another department
  5. Provided self-service options (OLB/Mobile App/ATM)
  6. Expressed Empathy
  7. Made a payment
  8. Free!
  9. Recap what assistance has been provided at the end of the call
  10. FCR
  11. Exhibited the "Welcoming" element of MIP
  12. Issued a replacement credit card
  13. Representative asks customer a connection question
  14. Deescalated upset customer
  15. Used Step-Up to Perform a High-risk Request
  16. Exhibited the "Thankful" element of MIP
  17. "Can Do" statement used